Marisa Penelski

Entry‑level IT support professional with hands‑on experience troubleshooting Windows 10/11, resolving hardware and peripheral issues, and supporting users through ticket‑driven workflows. Trained in core CompTIA A+ domains including PC hardware, basic networking, operating system configuration, mobile device support, and security fundamentals. Experienced using ServiceNow to log incidents, escalate technical issues, and document clear, accurate resolution steps. Skilled in diagnosing connectivity problems, replacing components, configuring user accounts, and supporting Microsoft 365 applications. Brings strong customer‑service communication from hospitality and gaming, ensuring calm, precise, and policy‑aligned support in high‑volume environments. Recognized for dependable follow‑through, organized documentation, and consistently delivering positive user experiences across help desk and desktop support operations.

• Managed client workflows in a CRM platform, mirroring IT ticket intake, status tracking, and lifecycle management; documented actions with accuracy aligned to SOPs and audit requirements.
• Coordinated multi‑party transactions requiring escalation judgment, cross‑functional communication, and precise documentation—reflecting IT service management practices such as incident routing and change coordination.
• Delivered prompt support via phone and email, gathering requirements, setting expectations, and confirming resolution—parallel to help desk triage, user support, and SLA‑aligned follow‑through.
• Maintained compliance with state regulations and internal policies, reinforcing secure data handling, access control awareness, and version‑controlled record management.
• Interpreted technical details for non‑technical stakeholders, demonstrating the ability to translate system information, workflows, and requirements into clear user‑friendly guidance.